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What The Hell Are Proactive Chat Invites (And Why Should You Even Care)

If you have a chat window on your website or are looking to start using live chat, you've probably heard about "proactive chat invitations".

It is just a fancy name to call automated invitations that are set up to show to visitors depending on their behavior. Basically, the app looks at real time analytics (time spend on site...) and sends invitation to visitors who meet some predefined criterias.

It sounds complicated even when I try to explain it in simple words so I will just let you see what it's used for in the presentation.
Don't hesitate to ask in the comments if you have any questions or check out how proactive invitation works in the http://customericare.com app.

What The Hell Are Proactive Chat Invites (And Why Should You Even Care)

1.
WHAT THE HELL ARE
proactive chat invites
(and why should you even care?)
x

2.
10 SLIDES
10A YEAR OLD WOULD
UNDERSTAND
HERE’S THE DEAL:
We don’t like complicated stuffs,
they make us feel stupid and waste precious time.
So we made this simple, using the rule of 10:

3.
SLIDE 1/10
You know how sometimes you go to a new store and can’t
seem to be able to ﬁnd what you are looking for.
And then a sales assistant comes and asks you:
HI! CAN I HELP YOU WITH ANYTHING?
And you think:
WOW! PERFECT TIMING.
or maybe that’s just me…

4.
SLIDE 2/10
AS WEBSITE OWNERS, WE ALL WISH IT WAS
THAT SIMPLE WITH ONLINE CLIENTS
BUT NO! It looks a lot more like this:
«Oh anonymous visitor,
why did you bounce? WHYYY?»

5.
SLIDE 3/10
FEW THINGS TO NOTE HERE:
1. There’s no way to know for sure why visitors bounced
2. It’s too late to get those visitors back anyway
3. Wouldn’t you like to know who actually visits your website
instead of just looking at numbers?
4. A/B testing can’t solve everything
5. Stop crying! We have a solution (keep on reading)

6.
SLIDE 4/10
LUCKILY FOR YOU, THERE IS A SOLUTION:
PROACTIVE CHAT INVITATIONS
Cool, cool!
But, um, what
the hell are
those?

7.
SLIDE 5/10
Ok, so you know how Google Analytics looks at
which pages people visit on your website, how
much time they spend there…
OUR LIVE CHAT DOES THE SAME.
IN REAL TIME!
The main difference is, instead of boring you with
charts and stuffs, we put the data to work for you!

8.
SLIDE 6/10
LET’S SAY YOU WANT TO ASK VISITORS SPENDING A
REALLY LONG TIME ON YOUR WEBSITE IF YOU CAN
HELP (LIKE YOU WOULD DO IN A STORE)
All you need to do is create a new «trigger» in our app
to show a chat invitation when
TIME SPENT ON SITE IS GREATER THAN 60 SECONDS

9.
SLIDE 7/10
Our app will take care of the rest and do all the
hard work for you!
111100100001110
010001111100000
111010010100101
100010101000010
11100100001
THE APP LOOKS AT DATA
THEN SENDS CHAT INVITATIONS
TO POTENTIAL CUSTOMERS
x

10.
SLIDE 8/10
YOU JUST NEED TO SIT BACK AND GET READY TO
ANSWER CHATS!
What the visitor sees What you see
x
Tom: Hi! Can I help
you with anything?
CHATS
You: Hi! Can I help
you with anything?
Hi Tom, I can’t ﬁnd
anything in my size
User: Hi Tom, I can’t
ﬁnd anything in my size
What is your size? We
might be able to order it
CHATTING
IP#123 /sizes Boston
Referer: Google
Visit count: 29
First visit: 2 months ago